Director, Scaled Customer Success
New
N
NewselaEdTech
Location: Remote - USFull-TimeDirector
SalaryBase salary: $120,000 - $144,000, depending on experience. On-target commission (OTC): $40,000, depending on experience. On-target earnings (OTE): $160,000 - $184,000.
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Job Details
- Experience
- 6+ years of experience in Customer Success, Account Management, or a similar customer-facing function; 2+ years of experience managing people leaders
- Required Skills
- Customer SuccessAccount Management
Requirements
- Have 6+ years of experience in Customer Success, Account Management, or a similar customer-facing function.
- Have 2+ years of experience managing people leaders.
- Demonstrate success leading teams that improve retention, adoption, customer health, and revenue outcomes.
- Bring experience in EdTech, K-12 education, SaaS, or institutional customer segments.
- Have experience owning NRR, GRR, and Expansion ARR, and driving whitespace penetration, upsells, cross-sells, and renewals.
- Have experience building, leading, or optimizing scaled customer success models, including digital-touch, tech-touch, or hybrid coverage.
- Have hands-on experience designing and implementing automation models for scaled Customer Success teams.
- Be comfortable partnering with CS Operations to optimize journeys, playbooks, health signals, lifecycle triggers, and automated engagement in tools such as Gainsight, Planhat, or similar platforms.
- Use customer insights, business metrics, health data, capacity models, and team feedback to analyze trends and make recommendations.
- Have experience coaching managers, setting expectations, holding teams accountable, and leading through ambiguity.
- Have cross-functional experience partnering with Operations, Product, Marketing, Sales, Enablement, and Customer Engagement teams.
- Have experience using AI tools to improve efficiency and productivity.
- Be open to travel as needed; travel is estimated at approximately 10–15%.
Responsibilities
- Define and execute the Scaled Customer Success strategy across SMB and Schools customer segments.
- Own expansion and retention strategy, and help teams identify cross-sell, upsell, and account growth opportunities.
- Lead, coach, and develop frontline managers and establish management rhythms and accountability.
- Own the scaled coverage model and partner with CS Operations on data, systems, workflows, reporting, and capacity planning.
- Monitor NRR, GRR, product adoption, customer health, renewal readiness, and engagement; use trends and metrics to adjust strategy.
- Coach managers and CSMs to identify growth opportunities and partner with Sales and SDR teams.
- Design and improve the customer journey from onboarding through adoption, renewal, and expansion readiness.
- Partner with Customer Experience on onboarding, adoption campaigns, customer education, webinars, playbooks, and digital programs.
- Build cross-functional partnerships and communicate scaled-customer feedback to Product, Marketing, Enablement, and other teams.
- Define team roles, success metrics, and operating rhythms, and support adoption of new processes and systems.
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